Lead Veterinary Front Desk CSR & Team Leader

RiseMe; Lake Forest (IL); On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) retirement plan

Paid time off

Paid holidays

Employee Assistance Program

Job summary

VetEvolve in Lake Forest, IL, is seeking a Lead Client Service Representative to manage front desk operations and ensure an exceptional client experience from check-in to check-out.

You will lead the client service team, coordinate with clinicians, and uphold service standards while supporting scheduling, billing, and daily office workflows. This role requires 3+ years in veterinary client service and strong leadership.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of veterinary client service experience.
• Prior leadership or training experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to lead by example and foster a positive team environment.
• Proficiency in practice management software, MS Office, scheduling and billing systems.
• Ability to lift up to 50 pounds and safely handle animals.

Responsibilities

• Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.
• Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.
• Partner with technicians and doctors to coordinate patient flow, ensuring timely and accurate information sharing.
• Maintain a welcoming and organized reception area.
• Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.
• Assist with hiring, onboarding, training, and mentoring new team members.
• Serve as a role model and first point of contact for team questions and support.
• Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.
• Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.
• Maintain client communication standards across phone, email, and written correspondence.
• Ensure accurate financial transactions, deposits, and reconciliation of end-of-day reports.
• Support hospital inventory management, over-the-counter product sales, and prescription processing.
• Partner with the Practice Manager to identify opportunities to improve front desk workflows, communication, and client satisfaction.
• Support hospital initiatives and events, including wellness campaigns and client education efforts.
• Maintain compliance with all safety, confidentiality, and patient care protocols.
• Perform all standard CSR duties as needed to support hospital operations.
• Other duties as assigned by the Practice Manager.

Skills

Communication

Leadership

Organization

Problem-solving

Empathy

Education

High school diploma or equivalent

Tools

Practice mgmt software

Microsoft Office

Scheduling systems

Billing systems

Job description

VetEvolve in Lake Forest, IL, is seeking a Lead Client Service Representative to manage front desk operations and ensure an exceptional client experience from check-in to check-out.

You will lead the client service team, coordinate with clinicians, and uphold service standards while supporting scheduling, billing, and daily office workflows. This role requires 3+ years in veterinary client service and strong leadership.